학술논문
Attaining Superior Complaint Resolution.
Document Type
Article
Source
Subject
*Household electronics industry
*Consumer complaints
*Customer retention
*Customer satisfaction
*Customer relations
*Economic competition
*Customer services
*Computer technical support
*Call centers
Distributive justice
Complaints & complaining
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Language
ISSN
0001-0782
Abstract
The article focuses on methods of attaining improved customer service in consumer electronics industries. It focuses on the issue of complaint resolution, noting that dissatisfied customers are not often retained in these highly competitive sectors. An analysis of the complaint management procedure function is presented, which emphasizes the concepts of interactional justice, procedural justice, and distributive justice. Examples of how these heuristics principles can be used to formulate specific customer service policies are provided.